Who pays the ferryman? An analysis of the ferry passenger's selection dilemma

Purpose: based on the known in the literature difference between expected and perceived quality, this study examines the factors and the ways that influence the passenger to select a ferry operator.

Methodology/approach: the research attempts to shed some light on the importance of every selection determinant by employing multinomial logistics analysis which identify that the convenience determinant is pivotal when selecting a service.

Findings: the main findings of the study indicate that among six different combinations of factors—models—perceived service quality together with price and convenience (satisfaction determinants) best describe the choice procedure followed by the passenger. The evidence is drawn from a survey performed in the Greek coastal shipping sector.

Originality/value of the paper: to survive in a competitive market, organizations must continuously strive to understand their customers' wants and needs. Although this is a highly recognized issue in the marketing agenda little or no research has been done on passenger satisfaction and the subsequent selection of a ferry operator.

Practical implications: by using the findings of this work, ferry operators may deeply and timely understand their customers' purchasing behaviour and adapt their marketing policies especially in a competitive and fast-changing environment.     

The competitive environment of a service industry: the examples of the U.K.-Continent passenger sea ferry services

The paper examines an international service sector (passenger sea ferry services between the U.K. and continental Europe) from the perspective of its competitive environment. Porter's five forces model forms the basis of the analysis of the market illustrated by recent develoments. Within this context the barriers to entry into and exit from the market are considered in detail. Recently, there have been many changes in market structure, and with increased competition, including that from the Channel Tunnel, it may be necessary to pool services. This will improve ferry competition with other forms of transport, but will require the brand awareness of ferries to shift from the ferry company to the ferry service offer. The service offer will need to be more clearly defined.     

Linking ocean container carrier capabilities to shipper–carrier relationships: a case study

ABSTRACT

As outsourcing and offshoring continue to expand, the ocean container industry serves a critical and still increasing role in supporting global trade. Yet, perceived commoditization and intense price competition among ocean container carriers limit opportunities for competitive advantage and formation of long-term shipper–carrier relationships. This environment ultimately yields an unhealthy industry that threatens the stability of global supply chains. Extant literature provides limited insight into how carriers can build strong relationships with shippers to overcome the short-term, transactional-orientation of the industry. Examining a case study of a major ocean container carrier, we apply structural equation modeling to shipper survey data to explore how carrier operational, service, and pricing capabilities influence the strength of the long-term shipper–carrier relationship. Furthermore, we identify unique clusters of shipper needs, helping the carrier understand when and how to promote a particular portfolio of capabilities to customers.     

Some current aspects of marketing in the near-sea ferry and liner trades with particular reference to the lrish Sea

The marketing of ferry services has almost unique characteristics but little literature exists in this field. This paper is the result of a preliminary investigation, based on a series of interviews, into some current aspects of marketing on the Irish Sea. The study considers three services types: container; freight only; ro-ro and multi-purpose ro-ro.

The complementarity, or otherwise, of carrying passengers and freight together is debated, as is the organizational conflict or confusion that may arise from this type of operation. The need to adopt different marketing strategies in the freight and passenger markets is derived from consumers' different buying behaviours. The sometimes contentious relationship between product differentiation and market segmentation strategies is explored and definitions provided. Both market coverage and specialization strategies are found in the ro-ro industries and the more competitive segments are identified. Using 'purpose of travel' as the basis for segmentation, potential growth segments of the passenger market are identified. The marketing strategies employed by the freight industry are less apparent, although segmentation does seem to play a major role in the identification of target markets.

The study indicates the extent to which shipping companies on the Irish Sea have adopted the marketing concept and that scope still exists for them to make greater use of this fundamental business philosophy.     

Incorporation of customer satisfaction in public transport contracts – A preliminary analysis

The design of public transport contracts provides an opportunity to define service quality standards to which an operator can be held accountable. While the specification of service quality standards is a common practice, the relationships between the specifications and customer satisfaction are often methodologically unclear. Based on a South African case study, the paper uses data collected from a group of passengers who have personal cars but choose to use public transport, and a control group of passengers who only use their cars, in the same corridor as the user group, to estimate a service quality conjoint model. The model is used to evaluate the effect of different public transport service packages, defined in terms of different combinations of service attributes, on passenger satisfaction. The paper confirms the need to classify service attributes in terms of their relative impact on passenger satisfaction, at the service design stages, where performance in respect of some attributes has a disproportionate impact on satisfaction, especially where public transport is competing directly with private transport. Practical applications and limitations of the methodology are also discussed.     

Eastern/Western European shipping companies and multimodal transport operations

The purpose of this article is to discuss the current developments in multimodal cargo flows in North European freight transports from Eastern and Western European shipping companies' point of view. Four types of options were identified for shipping companies in multimodal transport operations, namely: (i) the full service operator option, (ii) the feeder operator option in container trades, (iii) the ro-ro operator option, and (iv) the ferry operator option. Option (i) requires a global transport network together with efficient information handling capabilities. This option can be reached by a limited number of mega-carriers. The scope of investment and know-how in this option is such that Eastern European operators are unlikely to achieve this level. In (ii), fleets from (or registered in) the former socialist countries have an advantage as low cost operators, provided that the quality of the operation conforms to principals' requirements. However, the supply side in the intra-European container feeder trades seems to be quite saturated, and new market shares will be very difficult to acquire in the 1990s. In ro-ro shortsea trades the major freight transport operators are well integrated into either freight forwarder driven arrangements (Sweden, Germany), or into major shippers (Finland). As providers of port-to-port transports for road-based cargoes, ferry operators continue to play an important part in international transports. However, the major incentive (and revenue) for passenger/car ferry operations is usually derived from consumers' vacational or travelling needs. Along with the ongoing transition process and a higher level of economic stability that is hopefully achieved in these countries, mergers and acquisitions by Western partners are likely to follow.     

世界高速客渡船发展趋向及其市场前景的评估

介绍并讨论了最新的高速客渡船型及其设计建造，动力装置，材料工艺，适航性和航运管理等方面的问题。     

Data-driven ferry network design with candidate service arcs: the case of Zhuhai Islands in China

ABSTRACT

We investigate a ferry network design problem with candidate service arcs (FNDP-SA), which is a new variant motivated by areal-world case from Zhuhai Islands. In this research, the design of a ferry schedule must conform to strict constraints including technical feasibility, safety issues, environmental impacts and moreover, avoid conflicting with ferries from neighboring cities (i.e. HongKong, Shenzhen and Macao). Therefore, a set of cautiously approved service arcs are firstly given, based on which the ferry service network is optimized. This study is among the first to formally describe the FNDP-SA and model it as an integer program. A hybrid variable neighborhood descent (VND)-based algorithm is developed. Two sets of instances are generated based on the case of Zhuhai Islands, where the first set is based on historical ticket sales data while the second set is derived by incorporating increased demands in the future according to a questionnaire survey. Numerical studies have shown that 59% cost reduction on the first set can be achieved by the proposed VND algorithm when compared with manual results. Research outcomes of this study have been adopted and implemented to facilitate the sustainable development of the ferry service of Zhuhai Islands.     

Understanding the ocean container market—a seven country study [1]

Carrier selection criteria have been an issue in carrier marketing since the 1970s. Investigator location and interest has usually limited customer surveys to one geographic market. Market characteristics—differing purchase and service characteristics—have led to model seperation in the studies undertaken and sample size has constrained most researchers to reporting results as though customers were homogeneous in their needs. This has resulted in price versus service debates with conflicting conclusions. This paper explores the differences in the importance of various ocean container carrier selection criteria on the North Atlantic route for discrete geographic and customer segments. The paper reviewss the carrier selection literature and notes that carrier selection research to date has generally suffered from one or more of three problems: (1) because the research has focused on criteria 'importance', it has not identified determinants of purchase behaviour, that is, the 'salience' of different criteria; (2) the research has had sample size problems leading to the need to assume that the market is homogeneous or, less acceptable, that importance ratings will identify usable segments via factor analysis; and (3) carrier perfomance evaluation in conjucation with determinant criteria has largely been ignored. The paper focused on the problems surrounding the second of these by evaluating the relative importance of various service attributes for different geographic and customer dimensions. The paper concludes that the market is definitely not homogeneous in its requirements of carriers and that different elements surface as important both in identifiable geographical markets and customer groups. It also draws a number of conclusions about carrier choice in future and the implications for academic research.     

PS30水翼客船推进轴系校中若干动态因素的考虑

根据在PS30水翼船上采用理论分析及定量计算方法进行推进轴系校中时首次尝试考虑各动态因素的情况，介绍了其推进轴系的交形特点、校中的原则、变形量的计算与处理、预报的轴系校中预偏置量和实际安装值，以及在实船试航与营运中取得的令人满意的结果。     

On the time for the abandonment of flooded passenger ships due to collision damages

The time dependency of the survivability of passenger ships in flooding accidents leading to ship’s loss is shown to be confined within short times after the flooding initiation. RoRo ferry and cruise type ships demonstrate similar behaviour, though vessel types differ with respect to the subdivision and the flooding process. The presented research is based on numerical simulations of the flooding of two sample passenger ships in collision damages and the estimation of the probability to capsize. The systematic fast character of capsize events is shown to be primarily a consequence of the extent of hull breaches. The IMO regulatory concept for orderly abandonment of damaged passenger ships, in addition to the safe return to port regulatory provisions, are discussed in view of the present results. The timely onboard damage identification by ship’s master and the enhancement of the SOLAS survivability requirements for passenger ships appear to be the most effective operational and design measures leading to improved survivability of the ship and to enhanced safety of people onboard.     

Marketing communications for seaports: a matter of survival and growth

Perhaps the most critical issue facing seaports is their survival and growth in today's highly competitive environment. Seaports are facing challenging times as the once monopolistic position of having captive markets diminishes. This situation is being replaced by growing sections of the hinterland now being considered by competing seaports as being contestable. In effect, for many business opportunities, captive and contestable hinterland regions are blurring resulting in attracting and retaining trade throughput becoming a major key to seaport survival and growth. One strategic tool that seaport management can utilize to both attract new customers and retain current customers is the use of marketing communications. An examination of the literature on marketing communication efforts by seaports tends to focus mainly on advertising and activities more suited to promoting physical products. Instead, this paper argues the need for a much broader approach to marketing communications that takes into account the challenges of seaports that are service-based businesses. That is, there tends to be a greater need for marketing communication efforts to be able to tangibilise the intangible service offered by seaports to reduce perceptions of increased risk and uncertainty on using another seaport. The purpose of this paper is to examine the benefits to seaports of managing marketing communications strategically and holistically for effective outcomes. More specifically, this paper explains the role of public relations, publicity, personnel selling, sales promotions, word-of-mouth communications, electronic communications, and the management of the seaport's servicescape and the sources of physical evidence provided by seaports in developing a broader and services-based approach to marketing communications. This includes thinking wider than attracting and retaining customers as being the purpose of marketing communications but to also include informing and educating other stakeholders such as employees and the local community about the benefits provided by the seaport. Also discussed is the necessity of a consistent message being provided by all marketing communication activities to customers and stakeholders that results in the development of a desired image of the seaport and appropriate positioning of the seaport in relation to competitors. To facilitate discussion, results from a recent empirical study of the Australian seaport sector are used.     

Towards a simplified performance-linked value for money model as a reference point for bus contract payments

The burgeoning commitment to contracting the delivery of bus services through competitive tendering or negotiated performance-based contracts has been accompanied by as many contract payments schemes as there are contracts. We are now well placed to design a simplified performance-linked payment (SPLP) model that can be used as a reference point to ensure value for money, given the accumulation of experiences throughout the world which have revealed substantive common elements in contracts. Whether the payment to the operator is framed as a payment per passenger or as a payment per service kilometre, the SPLP identifies efficient subsidy outcomes that are linked to a proxy indicator of net social benefit per dollar of subsidy. We illustrate how the SPLP model can be applied to obtain the gross (subsidy) cost per passenger (or per passenger km) from measures of gross cost efficiency and network effectiveness. This model can then be used as part of a benchmarking activity to identify reference value of money prospects in respect of passengers per $ subsidy outlay by adjusting for influences not under the control of the service provider. A single framework to identify contract payments to operators, and to assess (i.e., benchmark) operator performance on critical KPIs, is provided by internalising critical key performance indicators (KPIs) in the design of the SPLP. The proposed SPLP model is sufficiently general to be independent of the procurement method (competitive tendered or negotiated, for example) and of the treatment of revenue allocation (net or gross based contracts), with the additional advantage of being able to assess value for money for government.     

关于2000年沿海客运发展的研究

本文首先指出我国旅客运输系统结构的变化趋势和沿海客运系统内部的变化趋势,并把岛屿和陆岛客运作为整个沿海客运的一个子系统来考虑。通过对客运量生成和运输方式选择的分析,建立了沿海客运系统客运量发展模型,提出客运量主要决定于人均社会总产值、区域人口数和系统的综合服务水平,并预测了我国2000年沿海客运系统客运量和周转量。据此对发展沿海客运系统的资金作了估算。同时,论述了车/客渡船将是未来我国客船的发展方向,并初步研究了海峡两岸直接通航后两岸客运的发展规模和我国沿海旅游业的发展前景。     

Do port security quality and service quality influence customer satisfaction and loyalty?

ABSTRACT

This study uses Kaohsiung Port as a case study to evaluate the relationships between port security quality, port service quality, customer satisfaction, and customer loyalty. For this purpose, a survey was conducted with shipping companies and freight forwarders in Taiwan. The results indicate that port security quality has a direct and positive impact on both port service quality and customer satisfaction; port service quality has a direct and positive impact on both customer satisfaction and customer loyalty; and customer satisfaction has a direct and positive impact on customer loyalty. However, the impact from port service quality is more significant than that of port security quality. Accordingly, this study suggests that Kaohsiung Port should concentrate on improving its service quality in order to enhance customer satisfaction and customer loyalty.     

新型电力推进车客渡船设计分析

为满足长江车客渡运业对安全、环保、节能减排、车辆重载及经济性的发展需求,通过主尺度、船型、阻力推进、操纵性、船体结构等方面的数值分析与性能优化,结合电力推进系统的系统特性、系统架构、储能装置、变速发电等关键技术分析,设计了综合经济技术优良的新型电力推进车客渡船,实现了船舶重载能力和载重量提高而空载重量降低,操纵性能优化,营运安全性更高,节能减排效果明显。新型电力推进车客渡船设计与优化分析可为电力推进内河车客渡船的设计提供一定参考。     

Testing the SERVQUAL scale in the passenger port industry: a confirmatory study

A key question is whether the service quality instruments developed for other services’ industries may be used to gauge service quality perceptions in shipping. Grounded on similar studies that test the most widely used American service quality instrument, SERVQUAL, in the commercial shipping sector, this study examines its applicability in the passenger shipping realm. Based on a survey of 436 passengers in Piraeus port, SERVQUAL's five main dimensions have been checked regarding their fit with the use of Confirmatory Factor Analysis. Results support that this is a valid instrument for measuring service quality in passenger shipping besides certain considerations regarding its dimensionality. A more parsimonious two-factor model seems more applicable and should therefore be also considered. Finally, it is evident from the study that passengers place more importance to the physical than the interactive elements of service to form their overall satisfaction.     

论航运企业的竞争策略

阐述了21世纪的航运市场出现的竞争形势,科技与人才、知识与信息、服务与质量的竞争已成为当今市场竞争的核心。我国航运企业应及时认清新的竞争形势,根据自己的实际情况,及时制定出新的竞争策略,提高市场竞争力。     

Cruise traveler satisfaction at a port of call

ABSTRACT

No studies have been conducted on cruise traveler expectations for a port of call in Asia. Current literature on general tourism shows that the research to measure traveler satisfaction is divided into two dominant approaches, the disconfirmation model, based on the Expectancy Disconfirmation Paradigm, and the perceptions-only model. However, previous disconfirmation models used different sample populations to measure traveler expectations and perceptions, resulting in biased results. The main objectives of this research was two-fold: (1) to develop a measurement scale for evaluating the expectations of cruise travelers during their visit to a port of call; and, (2) to examine the satisfaction of cruise travelers using the same sample population of the pre-visit expectations and post-visit experiences. The measurement scale for cruise travelers was developed using exploratory factor analysis and confirmatory factor analysis. Three factors, “Overall convenience/People,” “Culture/Exploration,” and “Commodities/Attractions,” were extracted from the analysis. Among these factors, the “Culture/Exploration” factor explained the largest part of overall satisfaction. The results also showed that the perception-only model outperformed the disconfirmation model in explaining overall satisfaction. Additionally, overall satisfaction was found to have a greater impact on the intention to recommend the visit to others than on the intention to revisit.     

Carrier selection in a RO/RO ferry trade Part 1. Decision factors and attitudes

The choices faced by shippers are generally complex. Typically, the shipper is presented with a range of alternative carriers, each of which has its individual strengths and weaknesses. A survey of companies purchasing shipping services in an overnight RO/RO ferry trade was conducted to identify their priorities and to help understand and the decision-making process. The shippers were found to be conservative decision makers with a strong emphasis on quality of service.